Picture this scenario: You’re a QNET Independent Representative (IR), and a potential customer approaches you expressing interest in the ultra mild-yet-highly effective Physio Radiance Gentle Foaming Cleanser.
Sensing an opportunity, do you seek to close the deal as quickly as possible? Or do you chat with the person further to try and understand their needs better? Do you then recommend higher-value or complementary products that could address their health needs more holistically?
Sure, sales are important in direct selling. Even so, our relationship with customers should never be about quickly concluding transactions. And that isn’t simply because there’s potentially more business to be made. Rather, it is because by upselling and cross-selling QNET products and services, we connect with and serve people better.
But wait. What are upselling and cross-selling? What do they entail, and why are they so crucial to business?
Let’s break it down…
Upselling and Cross-Selling Defined
In simple terms, upselling happens when a salesperson introduces and suggests to customers that they purchase a higher-end, more expensive, upgraded or enhanced product in place of the one they were originally interested in.
Cross-selling, meanwhile, occurs when sellers invite customers to buy complementary products that enhance their experience.
Hence, in the situation with the Physio Radiance Gentle Foaming Cleanser, for example, upselling might involve a QNET IR proposing that a prospect or customer consider purchasing the entire Physio Radiance Skincare Line for complete skin health protection or opt for the revolutionary Physio Radiance Visage+ facial treatment device and companion Physio Radiance Visage+ Purifying Gel as well.
On the other hand, IRs who want to cross-sell could, perhaps, introduce customers to QNET’s other products, such as the innovative, science-backed items in our Amezcua range of holistic wellness products for overall self-care.
Direct selling is, of course, not alone in viewing upselling and cross-selling as ways of increasing revenue and profits. After all, it stands to reason that when one sells more, they earn more.
But there are also added benefits for direct sellers in that upselling and cross-selling can help enhance both QNET and an individual IR’s brand reputation, build trust, and improve customer retention.
Remember, customers are happy when they feel you, the salesperson, have their best interest at heart. And by engaging with them and offering solutions to their problems, what you’re actually doing is ensuring loyalty for years to come.
With that in mind, then, here are a few tips you can put into practice right away to help you sell better:
1. Ask and Listen
Regardless of whether you’re dealing with a prospective or longtime customer, it’s crucial to understand your client’s needs. Only then can you attempt to add value with your recommendations.
You can start by asking probing questions and actively listening to the responses.
2. Keep It Simple
When suggesting products and services, it’s important to ensure you aren’t bombarding your customers with too much information and/or focusing on products and services that don’t address their needs.
One approach, thus, could be to limit recommendations to just one or two items that will have the most impact.
3. Demonstrate Value
So long as they’re getting genuine value, customers are often okay with spending more than they originally intended. But what direct sellers need to do is communicate the quality of offerings.
This is where your expert product knowledge is key. It is also where client testimonials, scientific studies and the accreditations of quality assurance bodies, such as the European Centre for Allergy Research Foundation in the case of our QNET’s outstanding HomePure Zayn air purifier, could be especially useful.
4. Always Follow-Up
Experts consider after-sales interactions just as important as sales themselves. And in direct selling, these follow-up exchanges allow for more upselling and cross-selling opportunities. Are your customers happy with their purchases? Do they have useful feedback or notes for improvement? Would they like to explore other products that can enhance their experience?
A simple call or email can clue you in and likely provide you with a chance to make further recommendations.
5. Be Professional and Ethical
While it’s certainly possible to be both successful and unscrupulous, customer loyalty should never be taken lightly. So always strive to be ethical and professional in your recommendations and interactions with clients.
Remember, customers today are more discerning than ever and among the things they appreciate are sellers and brands that are principled and align with their values.
Good Relationships Lead to Better Sales
Yes, there’s no doubt that upselling and cross-selling are vital to an IR’s bottom line. But remember that perfecting these practices and ensuring business longevity involves patience, hard work and a focus on building strong customer-direct seller relationships.
